IT SUPPORT ANALYST - II

Description

Job Summary: Work as an IT Support Analyst, performing installation, configuration, diagnosis, and resolution of incidents on equipment, systems, and applications. Key Highlights: 1. IT technical support for infrastructure, systems, and users 2. Incident analysis and diagnosis with a focus on problem resolution 3. Development of procedures and automation of tasks About the Opportunity **IT SUPPORT ANALYST \- II** * **Working Hours:** 08:00 AM to 5:00 PM, Monday through Friday (subject to change at the company’s or client’s discretion). **Work Location Address:** Av. Conselheiro Rodrigues Alves \- Vila Mariana, São Paulo; Employment Type: CLT (Consolidated Labor Laws). **️ What We Are Looking For:** Education: Completed Bachelor’s degree in IT; Computer Skills: Advanced; Language: Portuguese and technical English; Experience: 3 years in the field; **Core Responsibilities (Duties/Tasks):** Providing support, installing and configuring new IT equipment, and reconfiguring previously installed equipment; Analyzing and diagnosing incidents to resolve problems, occasionally collaborating with vendors and other professionals; Supporting installation and configuration of operating systems (MS\-Windows 7/8/10/11 or their technological successors); Supporting installation and configuration of native user tools on devices (MS\-Office Professional, MS Outlook, web browsers) or cloud-based tools (Office 365, Teams, OneDrive); Installing standard, client-approved, and client-provided market software (antivirus agents, PDF readers, plug\-ins, etc); Installing specific applications or information systems, provided that procedures, manuals, and/or tutorials are supplied, and with vendor or developer assistance if required; Verifying and identifying issues in cabling systems; performing basic and occasional network infrastructure repairs, such as crimping network cables and physically installing access “switches” into racks (without configuration or programming); Recording, tracking, monitoring progress, and resolving service requests within the adopted incident management system (as implemented by the CONTRACTOR); Developing procedures for administering implemented solutions to address problems and incidents, including documentation and operational procedures; Identifying tasks suitable for automation, writing or proposing tools to automate them; Keeping the knowledge base up to date: overseeing revision and updating of operational procedures (documents), researching new solutions, critically analyzing processes, and proposing improvements. **Required Specific Knowledge, Certificates, and Certifications:** Certification: ITIL V4 or higher; Certification: MD\-102 Endpoint Administrator or equivalent; Knowledge: Basic Linux operating systems; Knowledge: Advanced maintenance and configuration of Microsoft Windows 7 or later environments; Knowledge: Active Directory authentication technology; Knowledge: Office 365 and Office 2016 or later suite; Knowledge: Desktop Modem: MD\-100 and MD\-101; Knowledge: Computer networks, wired and wireless; TCP/IP protocol; wireless network encryption and security; Knowledge: Advanced hardware maintenance; Knowledge: Basic English for reading; **Essential Personal Characteristics for This Role:** Skills: Clear and concise oral and written communication; Skills: Ability to remain calm, tolerant, and professional when facing situations outside normal procedures and routines; Skills: Ability to adapt to established rules and regulations; Skills: Dynamic approach to user support. **What We Offer:** Salary: BRL 2\.651,48 Meal Allowance: BRL 30.00 per working day (20% PAT deduction); Transportation Voucher (6% deduction); SESC Membership; Life Insurance; Health Plan. GoGood; Minimum Education Level: Bachelor’s Degree